Experience Matters
JULY 28, 2017
As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. It turns out that you’re only as good as your weakest link. Here’s what it looks like when you fall short in one of these areas: Without Purposeful Leadership the company is Stagnant.
InMoment XI
JULY 27, 2017
Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. If you are interested in experiencing the business success that comes from a strong customer orientation, the first thing you need to understand is that it takes more than having a team set up. View Article.
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GetFeedback
JULY 25, 2017
Customer feedback plays a huge role in customer experience management. We put together a shortlist of CX metrics every company can benefit from tracking.
Kayako
JULY 27, 2017
CSAT. NPS. TTFR – So many acronyms, so little time! As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? But this is your life as a manager developing a SaaS customer support model that scales. And there’s so many metrics you can track ! It can leave you feeling overwhelmed with a lot of decisions to make about data.
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Experience Matters
JULY 26, 2017
I recently attended the fifth annual World Congress on Positive Psychology (WCPP) in Montreal with Aimee and Karen. It was four amazing four days of inspiration and reflection. I’m already looking forward to the next WCPP in Melbourne in 2019 (it’s a bi-annual event). As I did after the the last congress, I’m sharing my thoughts and observations from the four day event.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BlueOcean
JULY 24, 2017
Would you buy a house without first walking through it? Even fully armed with an exhaustive list of property details, features, and listing information, would you really be comfortable forking over your hard-saved down payment and signing on the mortgage without at least taking a tour? Unless you’re a daring risk-taker, the answer is probably not. You need tangible reassurance that your new home will be the best fit (and won’t end up costing you more than it’s worth.).
ijgolding
JULY 25, 2017
Over the last 22 years, I have worked in and with businesses of all shapes and sizes, across multiple industries, all around the world. I secured my very first full-time job in the financial services industry in 1995. Among others, I was interviewed by the company chairman and the managing director. At the time, as a naïve young man entering the workplace for the first time, I had no comprehension as to how significant it was to be interviewed by the two most senior people in the business.
AskNicely
JULY 24, 2017
When it comes to recruitment it’s not enough to place the perfect person in the perfect role; obviously it helps to get that part right, but it’s not the end of the story. As recruiters, you have a responsibility to your clients to not only find them new employees, but to present them in the best possible light. Nobody wants to work for a company with a reputation for being horrible to job applicants, right?
InMoment XI
JULY 24, 2017
Hello, from the CX Cafe team here at MaritzCX! Thank you so much for visiting our blog today. If you are a subscriber, thanks so much for keeping up to date on the latest CX thought leadership! We always try to bring you articles you will find interesting and that will help you in improving. View Article.
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QuestionPro Audience
JULY 24, 2017
Do Any of These Beliefs about Data Security Risk Sound Familiar? #1 If a vendor has been certified as PCI or HIPAA compliant, procurement can skip the security review. Not a good idea. Regulatory compliance is just one data point. A vendor can be PCI compliant on a very specific portion of its technology yet have weak controls in other areas .
CX Journey
JULY 27, 2017
Image courtesy of Pixabay But we've always done it that way! Is that one of the favorite sayings within your company? from your leaders? Or maybe it's, "That's just the way we do things around here." Regardless, you never want to hear either of those phrases uttered within the four walls of your organization. In my webinar last week with CallidusCloud|CX , I talked about nine behaviors of CX Losers.
GetFeedback
JULY 25, 2017
Customer feedback plays a huge role in customer experience management. We put together a shortlist of CX metrics every company can benefit from tracking.
InMoment XI
JULY 24, 2017
Hello, from the CX Cafe team here at MaritzCX! Thank you so much for visiting our blog today. If you are a subscriber, thanks so much for keeping up to date on the latest CX thought leadership! We always try to bring you articles you will find interesting and that will help you in improving.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Customer Bliss
JULY 25, 2017
Episode Overview. Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013. In this episode, we primarily discuss how and when to know an organization is ready for customer-driven change. One interesting point (that I loved) which comes up here is how you absolutely need to honor the past as you shape the future, in any organization.
Alida
JULY 28, 2017
Consumers are looking for more than low prices. They want a better customer experience (CX) and are willing to pay for it. While retail giants such as WalMart and Amazon have both risen to success by reducing their price, 81 percent of customers indicate that they’re willing to pay more online and in-store for a superior customer experience, according to a recent Capgemini report. “The Disconnected Customer: What Digital CX Leaders Teach Us About Reconnecting with Customers,” also found 90
Vonage
JULY 27, 2017
Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years. Machiavelli was actually writing about them in 1513. There’s an argument among some future of work thought leaders that silos don’t even need to exist anymore.
Experience Matters
JULY 24, 2017
In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries. You can purchase and download the dataset , which includes companies that had at least 85 respondents.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Calabrio
JULY 26, 2017
We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships? In other words, who’s putting their money where their mouth is?
Michelli Experience
JULY 26, 2017
__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. The post {Infographic} High Trust = Happy Employees, Customers, Shareholders, & Leaders appeared first on Joseph Michelli.
Think Customers
JULY 24, 2017
This article appeared originally in Customer Strategist. For retailers, 2017 will be remembered as the year of store closings. Nearly 13,000 stores are expected to shut their doors this year, compared with 4,000 in 2016, Bloomberg reports. The store closings are symptomatic of a larger trend: consumers are increasingly eschewing stores for online retailers that offer virtually endless aisles and fast deliveries.Still, some retailers have managed to not only survive but thrive in the face of t.
Beyond Philosophy
JULY 26, 2017
When you realize that something you buy often has gone up in price, how do you feel? For many of us, my guess is annoyed, which is the type of emotion that isn’t doing the Customer Experience any favors. However, without checking the package (or Googling) do you have any idea how many sheets of tissue are on a toilet roll? Me neither. That is what manufacturers are banking on with their strategy to reduce the amount included in your purchase price.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Uniphore
JULY 25, 2017
Today, with over 1 billion smart phones users worldwide and growing, regular voice phone calls are slowly being replaced in favor of Visual IVR , a communication channel that transfers the existing IVR technology onto the customers’ phone screens, and enables users to leverage their devices for digital customer service on the go. However, despite its many advantages, there are still a few common myths regarding Visual IVR customer service solutions that need to be put to rest.
Michelli Experience
JULY 25, 2017
You might say I am on a “trust” kick. In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). I also opined on the critical role of trust in strengthening the social contract between businesses and customers. Finally, I asserted that trust begets trust. As such, I suggested business leaders should take the first step by trusting customers out of respect and gratitude for them.
CX Journey
JULY 25, 2017
Image courtesy of Pixabay Is your company a CX Loser or a CX Winner? If you answered "CX Loser," I know it's tough to stand up and admit that. It's a difficult thing to acknowledge, especially when many simply don't think they are CX Losers. But they are! And it's important to understand what makes one a CX Winner versus a CX Loser, which is why I tackled this topic in a recent webinar with CallidusCloud|CX.
Beyond Philosophy
JULY 24, 2017
So a couple of months ago, Lorraine and I headed out to our local Jeep dealership. And thus began an excellent case study in how NOT to treat your customers. When we arrived, I told the salesman I wasn’t going to buy anything that day. But the salesman cornered me into a negotiation anyway. I sat in an uncomfortable chair for most of the afternoon while this fellow disappeared time and again, emerging each time with a new lower price written on a sheet of paper.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Heart of the Customer
JULY 27, 2017
One of the pleasures of my role is that I get to meet people new to customer experience (CX). Being a relatively new discipline, CX doesn’t have much bench strength, so we bring in others from other disciplines who have the passion, but not the experience. This post is dedicated to those who have a passion […]. The post “I’m new to CX – what do I do?
Think Customers
JULY 26, 2017
Despite industry efforts to make improvements, customer satisfaction with contact center interactions haven’t changed in the past year, leaving lots of room for improvement. According to new research from the CFI Group, the 2017 Contact Center Satisfaction Index, consumer satisfaction with call center interactions scored an overall 68 out of 100, the same as last year.
ShepHyken
JULY 26, 2017
There’s an old joke that goes something like this: A guy goes to the doctor. He raises his arm and complains, “It hurts when I do this.” The doc says, “Then don’t do that.”. In other words, “Stop it!”. That reminds me of a very funny video I saw on YouTube that features comedian Bob Newhart. It’s called “Stop It!”. In the video, Bob Newhart is a therapist and his patient is complaining about a problem she is having.
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